A guide to Life Operations transactions

NE

It is vital for Pru Life UK that its agents, as the frontliners of the Company, be
knowledgeable of the guidelines and requirements of the different transactions that
customers would make throughout the life cycle of their policy.
To be able to provide the customers with the utmost experience, agents can now
communicate with them in simpler and more understandable terms. The Agent’s
Servicing Handbook is created to help strengthen the agents’ understanding of the Life
Operations transactions.
The handbook will be released in different parts:

Part Scope
Agency Licensing and Benefits Administration
1 New Business and Underwriting
Payments Handling

2 After-Sales Servicing

Claims and Policy Benefits

3
Complaints Management

The handbook will help in the delivery of quality customer service.

 New Business and Underwriting

New Business Application…………………………………….……………………… 5

New business application…………………………………………………………….. 5

Initial payment…………………………………………………………………………….. 5

Receipt of new business application…………………………………….………… 6

Pre-screening and policy data encoding…………………………………………. 6

Underwriting……………………………………………………..………………………. 11

Policy issuance and releasing………………………………………………………… 15

Refund of Initial Premium………………………………………....................... 16

Turnaround time…………………………………………….………………………….… 17

Frequently asked questions……………………………….......................... 20

List of valid IDs………….............……………………..............………………… 22

Anti-Money Laundering Related Requirements (KYC/CDD)........ 23

Contact us………………........…………….....................………………………… 25

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 3

 New business The Customer Contact Management (CCM) department of
New business application Life Operations via the CCM Customer Service
application Representatives welcome queries and assist on new business
applications.
Standard requirements include:
• New Business Application Form
• Quotation Proposal
• Valid IDs
Facilitation of • Initial payment
payments
Mode of Release Form (MRF) is required for Cash Flow
Fund (CFF) applications.

Receipt of new Initial CCM and Payments Services section of the Policy
business payment Administration Department (PAD) processes payments that
application were initially paid by the applicant for the new business, thus
the term new business premium.

Remember the following on your client’s initial

insurance application payment:

Pre-screening and i. If your client requests for pre-underwriting, an initial

policy encoding payment will not be required.

ii. Make sure the modal premium is not less than the
minimum premium required. Refer to Table 1 for the
minimum premium requirements.

iii. When your persistency is below 60%, selling policies

Underwriting on a monthly mode of payment is not allowed.

Monthly
Requirements
mode

Post-dated Cheque (PDC) monthly

Cash/check
agreement form & PDC certification
Policy releasing Credit card CC enrollment form and photocopy
(CC) of credit card
Three (3) duly accomplished ADA
Auto debit
forms (all with original signature)

iv. For quarterly mode, if your persistency is below 60%,

Refund of initial 4 PDCs are required.
premium
v. For eligible third party payor, only PDCs, credit cards
and bank accounts owned by the policy owner's
immediate family shall be accepted.

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 5

 Table 1 Minimum premium requirements (in PhP)
New business
Application Mode RPA RLP XP5 7,10 &15 XLT, XLF LPA
Monthly 1,250 1,500* 3,000 2,750 1,500 1,073
Quarterly 3,750 4,500* 9,000 8,250 4,500 3,135
Semi-annual 5,500 6,000* 18,000 16,500 9,000 5,775

Facilitation of Annual 10,000 12,000* 36,000 33,000 18,000 11,000

payments
P3P and P3D P3L and P3M
PHP
(Band 2) (Band 1)
200,000 TO 100,000 TO
1,000,000 and its
Single premium 999,999 and its 200,000 and its
equivalent USD
equivalent in USD equivalent in USD
Receipt of New
LCAP MLCP
business
application Critical Illness PHP 3,750,000 PHP 5,000,000
plan USD 75,000 USD 100,000

* amount is also the minimum premiums for Pru Shield and Pru Life plans
** Pru Advance and Term 15 plans has no modal minimum amounts
Pre-screening • RPA – PRUlink Assurance Account
and policy • RLP – PRUlink Assurance Account Plus
encoding • XP5,7,10,15 – PRUlink Exact Protector 5, 7,10,15 (respectively)
• XLT – PRUlink Exact Protector 10 Low Premium
• XLF – PRUlink Exact Protector 15 Low Premium
• LPA – Pru Advance 5
• PHP – PRUmillionaire
• P3P / P3D – PRUlink Investor Account Plus Peso/Dollar (Band 1)
• P3L / P3M – PRUlink Investor Account Plus Peso/Dollar (Band 2)
Underwriting
• LCAP – Life Care Advance Plus
• MLCP – Multiple Life Care Plus

Receipt of All applications together with the routine underwriting

new business requirements and complete payment are submitted to the
application CCM Customer Service Representatives of each branch or to
Policy releasing GA Secretaries of general agency.

Pre-screening This involves checking the accuracy and completeness of the

and policy new business application including all the routine
encoding of underwriting requirements before it is jet underwritten and
new business forwarded to Head Office. Tables 2 to 4 show these
requirements.
Refund of initial
premium Applications with pending underwriting requirements
depending on the declaration of the client are still
encoded but will remain in Proposal status until
completed.

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 6

 Table 2 Financial routine requirements
New business
application Total coverage
Single premium Requirements
(in PhP)

3M - 5M <30M (aggregate) Agent's Confidential Information (ACI)

or APE <3M
5M - <10M ACI & Personal Financial Statement
Facilitation of
payments 10M - <15M ACI & Large Amount Questionnaire
30M & above (LAQ)
(aggregate)
or APE >3M
15M & above ACI, LAQ, AFS (for 2yrs) Income Tax
Return (ITR) and IR

Receipt of new
business Table 3 Medical routine requirements
application
Total
Coverage 0 - 15 16 -40 41 - 45 46 - 50 51 - 60 61 - 65 66 up
(in PhP)
up to 499K FME FME FME FME FME FME FME/MUR
Pre-screening FME/MUR FME/MUR
and policy 500K - 999K FME FME FME FME FME
/ECG BEX/ECG
encoding FME/MUR
FME/MUR FME/MUR
1M - 1.9M FME FME FME FME BEX/ECG
/ECG BEX/ECG
CXR
FME/MUR FME/MUR
FME/ FME/ FME/ FME/MUR
2M - 2.9M FME BEX/ECG BEX/ECG
MUR MUR MUR BEX/ECG
CXR CXR
FME/MUR FME/MUR
FME/MUR FME/MUR FME/MUR FME/MUR
Underwriting 3M - 4.9M FME
/BEX /BEX BEX/ECG BEX/ECG
BEX/ECG BEX/ECG
CXR CXR
FME/MUR FME/MUR FME/MUR
FME/MUR FME/MUR FME/MUR
5M - 7.9M FME BEX/CXR BEX/CXR BEX/CXR
/BEX BEX/ECG BEX/ECG
ECGT ECGT ECGT
FME/MUR FME/MUR FME/MUR FME/MUR FME/MUR
FME/MUR
8M - 9.9M FME BEX/ECG BEX/ECG BEX/CXR BEX/CXR BEX/CXR
BEX/ECG
CXR CXR ECGT ECGT ECGT
Policy releasing FME/MUR FME/MUR FME/MUR FME/MUR FME/MUR FME/MUR
For 10M FME BEX/ECG BEX/CXR BEX/CXR BEX/CXR BEX/CXR BEX/CXR
CXR ECGT ECGT ECGT ECGT ECGT
FME/MUR FME/MUR FME/MUR FME/MUR FME/MUR FME/MUR
For over 10M FME BEX/CXR BEX/CXR BEX/CXR BEX/CXR BEX/CXR BEX/CXR
ECGT ECGT ECGT ECGT ECGT ECGT

i. Total in-force policies within the 24 month period inclusive of all pending
Refund of initial applications
premium ii. Dipstick Urinalysis is done as part of the FME for all Insureds above 10 years
old unless MUR is required.

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 7

 iii. Medical Exams
New business • FME – Full Medical Exam
application • MUR – Micro Urinalysis
• ECG – Electro Cardiogram
• CXR – Chest X-ray
• ECGT – Treadmill Stress Test
• BEX – Blood Examination
Components of BEX:
• FBS – Fasting Blood Sugar
Facilitation of • HDL – High Density Lipoprotein
payments
• HBSAg – Hepatitis B Surface Antigen
• GGT – Gamma Glutamyl Transpeptidase
• SGPT – Serum Glutamic Pyruvic Transpeptidase
• HIV Test – Human Immunodeficiency Virus Test
• Triglycerides
• Total Cholesterol
Receipt of new • Uric Acid
business • Creatinine
application

Pre-screening
and policy
encoding

Underwriting

Policy releasing

Refund of initial
premium

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 8

 Table 4 Requirements for special and high-risk occupations
New business
application

Occupation Requirements and reminders

Aviation risk  Commercial (international and domestic) carriers

(Pilots/Stewards) issued at standard with riders
 Routine of Aviation Questionnaire
Facilitation of
 Student pilots and non-commercial pilots are
payments
NOT acceptable

Athletes  Issued at standard with no riders; Total

Permanent Disability (TPD) at minimum
 Boxers and wrestlers are NOT acceptable
Receipt of new
business Entertainers  Agent’s Report regarding morals, habits and
application or performers lifestyle
 Simplified BEX is required regardless of the
coverage aside from the routine requirements

Expatriates, resident aliens  Copy of Alien Certificate Registration

and immigrants  Continuous two (2) years of residency in the
Pre-screening Philippines.
and policy
encoding
Housewives  Maximum coverage: PhP 500,000 (whose
husbands do not have insurance coverage)
 Issued at Standard and with riders

Keyman insurance  Policyowner and Beneficiary is the

Company/Legal Entity
Underwriting  Copy of Securities and Exchange Commission
registration
 Board resolution or Secretary’s Certificate
authorizing purchase of policy and designating
authorized signatory/ies
 Latest General Information Sheet (GIS)
 Articles of incorporation and by-laws
 Sworn Statement of existence and non-existence
Policy releasing of beneficial owners
 Latest Audited Financial Statement
 Issued without ADD

Refund of initial
premium

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 9

 Table 4 Requirements for special and high-risk occupations
New business (continuation)
application

Occupation Requirements and reminders

Military  Max. issue limit: Captain to Major – PhP 1 million;

(and its Philippine
Facilitation of National Police
payments counterpart)
Colonel to General – PhP 2 million
 Flat extra: PhP 5/thousand; no riders; TPD at minimum
 Counterpart in PNP also acceptable (Senior Inspector to
Chief Superintendent
 Critical Illness rider may be granted

Overseas Filipino  Executives or clerical work usually issued Standard

Workers (OFW)  Skilled workers/Domestic helpers issued with flat extra
Receipt of new  A flat extra may be imposed depending on the country
business of assignment
application  Issued without Hospital Income and Personal Accident
 CI rider may be granted

Politicians  Flat extra: Php 5/thousand

 Issued without riders; TPD at minimum
 Coming from high risk areas would not be acceptable
Pre-screening  CI rider may be granted
and policy
encoding Pregnant women  Routine: FME, MUR and Pregnancy Questionnaire
 Issued without riders/TPD at minimum
 Can apply for Life or re-apply for riders: C-Section
(three months after delivery)/Normal delivery: two
months after delivery

Underwriting Seaman  Non-officer: PhP 2/thousand | Captains and other

officers: Standard
 TPD at minimum and no riders
 Simplified BEX for PhP 1 million and above aside from
the routine requirements
 Port of Entry must be specified

Security guards,  Flat extra: PhP 5/thousand; No riders; TPD at minimum

Policy releasing
messengers, cab/bus/  Tricycle drivers are not acceptable
jeepney drivers

Refund of initial
premium

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 10

 Underwriting An insurance policy application will go through an
New business underwriting procedure to evaluate the risks. Underwriting
application could be:
a. straight thru underwriting,
b. medical underwriting,
c. non-medical underwriting, or
d. guaranteed insurability option (GIO).

Facilitation of If an application is not taken up (NTU) then refund in

payments premium has to be made.

Straight Also known as “jet underwriting” is a process wherein New

through Business and Underwriting staff and selected BOA are given
Receipt of new underwriting the authority to approve clean, non-medical cases.
business
application
i. “Clean” is an application that has complete
requirements at the onset.
ii. “Non-medical” is an application which does not
require additional information or routine medical
exams (based on Agent’s NMA).
Pre-screening and
policy encoding
Issuance for clean cases are faster than unclean
applications, thus, it is strongly recommended to submit
clean applications.

Medical Underwriting method where medical refers to applications

Underwriting underwriting accompanied by medical reports and other routine medical
requirements.

i. Medical examiners are appointed only by the

Company.
ii. An authorized physician should accomplish the
medical request form including proposed Insured’s
Policy releasing health history (front) and results of physical
examination (back).

It is the agent’s responsibility to:

1. Arrange for medical and laboratory exams

• List of accredited medical examiners and
Refund of initial laboratories and clinics is available at the branch
premium offices
• Referral slip should be secured from the CCM
Customer Service Representative (CSR)

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 11

 Medical Guidelines in arranging medical exam:
New business Underwriting
application 1. Agent should not be present during any part of the
(continuation)
examination.
2. Agent should not request preliminary evaluation of the
physical exam results nor demand that the medical
examiner discuss the medical exam results. The
medical report is sent by the medical examiner in a
sealed envelope directly to the branch office or to
Facilitation of
payments NBU.
3. The agent should not arrange medical exams with a
doctor to whom he has relation by consanguinity or by
affinity or to whom the agent has close business
relationships.
4. The agent should not make any special arrangement
with the medical examiners regarding fees without
Receipt of new authority from Pru Life UK.
business
application

Any expense of examination made in violation to the

Company’s rules will be charged to the agent.

Pre-screening and
policy encoding Non-medical Non-medical Authority (NMA) is given to agents per level.
Authority This means that their clients may not be subjected to routine
medical requirements as long as the age group and
aggregate Sum Assured are satisfied.

Table 5 Agent’s Non-medical Authority

Underwriting
Age group General Premiere Exclusive
0 - 40 1M 4M 6M
41 - 50 750K 2.5M 4M
51 - 60 500K 1M 1.5M

Aggregate of Sum Assured for underwriting should include all

Policy releasing Pru Life UK policies in-force within the two-year contestability
period.

During underwriting, additional medical documents may

be required. Compliance to these requirements will
facilitate the underwriting decision.

Refund of initial
premium

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 12

 New business Table 6 Requirements for NMA eligibility
application
Level Requirements
General 1. Completed Basic Training Course (BTC)
2. Passed NMA validation exam conducted by
Distribution Training and Development
Facilitation of Premiere 1. Unit Manager/Branch Manager
payments 2. Agent
• NAP: 750,000*
• Case count: 20**
• Persistency: 85%
Exclusive 1. Area Manager/District Manager
2. Branch Manager
Receipt of new
• at least 20 million branch NAP (previous year)
business
application • 85% branch persistency (previous year)
3. Unit Manager
• at least 7 million unit NAP (previous year
• 85 % unit persistency (previous year)
4. Agent
• at least Achiever’s Club CEO Circle member

Pre-screening and
*NAP is reckoned on past 12-months performance
policy encoding
**Case count requirement is exclusive of PA and Single Pay products; case count is
reckoned from date of appointment.

Guaranteed Products with GIO feature are considered automatic issue

insurability policy and do not require medical requirements. However,
offer (GIO) financial requirements should be complied.
Underwriting

Rated A Quotation Proposal (QP) evaluated with findings are

applications adjusted to a rated QP accompanied with an Information on
Ratings (IOR) which must be reviewed and signed by the
applicant.
Policy releasing An Amendment of Application (AOA) shall be
accomplished if rating will affect premiums, Sum Assured
and riders.

Refund of initial
premium

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 13

 New business Beneficiaries Immediate family members or somebody who has insurable
application interest with the policy life Insured (PLI). For irrevocable
beneficiaries, a separate irrevocable form should be signed.

Beneficiary
The following are accepted by the Company as eligible beneficiaries:

Facilitation of  Legal spouse

payments  Children (natural or legally-adopted)
 Parents and siblings
 Grandparents (countersignature of either parent is required)
 Creditors
 Business partners
 Company or corporation (keyman insurance)
Receipt of new  Fiancé or fiancée (indicate place and date of marriage)
business
application i. Erasures on the Beneficiary portion should be counter-signed by the
policyowner/PLI.
ii. Cousins, for example, do not qualify as beneficiaries by reason of
relationship alone.

Pre-screening and
policy encoding

Underwriting

Policy releasing

Refund of initial
premium

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 14

 Validity NBU forms and documents are valid only at certain period.
New business period of
application forms
Table 7 NBU forms validity period

Documents Standard Substandard

Application Form 3 months
KYC and ID 1 year
Facilitation of
payments FME 1 year 6 months
MUR 6 months
BEX 6 months
ECG and CXR 1 year 6 months
Receipt of new
business
application Proposal's validity is generally three (3) months, however,
if a new version is released, the old version is still valid for
one (1) month from the new version's release date.

Policy After issuance in the system, the policy is assembled in the

Pre-screening and issuance and following manner:
policy encoding releasing
1. Application forms (pages 1-14 for PRUlink Insurance and
pages 1-14 for Traditional Insurance) and medical or non-
medical forms are photocopied.
2. All the policy forms, including copies of the application
and medical form are collated into a policy contract.
3. Contract is forwarded to an authorized personnel for
Underwriting
checking and countersignature.
4. Policy contract is released and/or sent to the branches.

New Business NBPDF serves as proof that clients receives the policy and
Policy confirms accuracy of policy information including product and
Policy releasing personal details. It is attached to the policy contract delivered
Delivery Form
to the branch.
(NBPDF)

Make sure the NBPDF is filled out completely by your

client and submit it to the branch. Release of commission is
dependent on the Company’s receipt of the NBPDF.

Refund of initial
premium

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 15

 Figure 1 Guaranteed PRUlink Production Cycle*
New business
application

Facilitation of
payments

Receipt of new
business
application * Based on NBU turnaround time on Table 8 with or without Transaction
Confirmation Advice (TCA) applicable to PRUlink Investment Account,
PRUmillionaire, PruExact Protector 5, 7 and 10 plans.
** Only applicable to contracts with units

Pre-screening and
policy encoding Refund of Refund of initial premium is only made on cancelled or Not
initial Taken Up (NTU) policies.
premium
An application will be automatically cancelled in the system if
the underwriting requirements (e.g. FATCA-related and
financial documents) are not submitted within thirty (30) days
from receipt of application form. It may also be cancelled upon
Underwriting client’s request provided that a letter is sent to the Underwriting
Department.
Not Taken Up means that the application form submitted to
NBU was not able to reach an in force status due to non-
compliance to underwriting requirements. The following are the
NTU categories but are not limited to:
1. Auto cancelled
Policy releasing 2. Withdrawn
3. Postponed
4. Declined

Excess In cases of excess payments, the excess amount will remain in

payments suspense.
Refund of initial
premium If a refund is requested by your client (proposed Insured
and/or applicant), then excess payment refund shall be
made.

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 16

 Table 8 New Business Underwriting turnaround time (TAT)

TRANSACTION
TRANSACTION TAT/FREQUENCY
CATEGORY

Receiving of new business

applications with complete --- Daily receiving of complete applications
routine requirements

Pre-screening and policy

One (1) – two (2) days from receipt of complete
encoding of complete new ---
application
business applications

Straight through One (1) – two (2) days from encoding of complete
---
underwriting application

Three (3) – five (5) days from encoding of application/

Medical Underwriting ---
receipt of complete underwriting requirements

One (1) – two (2) days from system issuance (for contract
without units)

Without policy delivery Three (3) – four (4) days from system issuance (for
requirement contracts with units)

Additional one (1) day transmittal time for provincial

branches

Without policy alteration (without changes in contract

inserts):
Policy releasing One (1) day from receipt of delivery requirement

With minor alteration (contracts without units; with

changes in contract inserts e.g. PDP/TCA details,
Upon completion of correction in name or address):
policy delivery Two (2) days from receipt of delivery requirement
requirement

With major alteration (contracts with units):

Three (3) days from receipt of delivery requirement

Additional one (1) day transmittal time for provincial

branches

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 17

 Table 8 New Business Underwriting turnaround time (continuation)

TRANSACTION
TRANSACTION TAT/FREQUENCY
CATEGORY

Facilitate Medical Referral

--- One (1) day from receipt of request
Form request

Refund of Initial Premium

For PIA, 15 days from

Proposal Receipt Date
Auto-Cancelled
For PAA and Exact, 31
Three (3) – five (5) days processing of refund cheque
requests
days from Proposal
Receipt Date

Upon receipt of written

Withdrawn
request from client

Once decision has been

Postponed/Declined One (1) – two (2) days once decision has been rendered
rendered

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 18

 NE

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 19

 New Business and How long is a new business application
Underwriting form valid?

The new business application form is valid for

three (3) months from date of its submission.
Kindly refer to Table 7 of the New Business and
Underwriting Process section for a complete list
of form validity.

My client works overseas, does this mean

they are not allowed to purchase a life
insurance?

An OFW may be considered as Rated due to

occupation or country of assignment. You may
refer to Table 4 to know more about these jobs
and their corresponding limitations.

How are you able to determine in straight

thru underwriting that a case is non med
clean?

A new business application is said to be clean if it

has complete requirements and has no adverse
declarations.

What are the high-risk provinces that are

included in the watch list during pre-
screening of application?

The high-risk provinces based on industry and

current events are:
• Basilan
• Maguindanao
• Shariff Kabunsuan
• Sulu
• Tawi-tawi

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 20

 New Business and What are the common Policyowner-Insured-
Underwriting Beneficiary relationship approved during
underwriting?

Insurable interest on the life of the Insured is

determined during underwriting. Immediate
family relationships were previously defined in
the New Business and Underwriting section, and
these relationships are assumed to have insurable
interest on the life Insured, thus, these cases are
also basically approved.

Example:

My client Stacy McGary is single and would want

to buy life insurance for her mother Annie
McGary. Stacy thinks she could make herself the
Beneficiary of this insurance application.

Analysis:

Stacy is single and therefore she has immediate

relationship with Annie McGary and is assumed
to have insurable interest on the Life of Annie.

Policyowner-Insured-Beneficiary cases other

than those presented by immediate family
relationships require additional documents
and are subject to underwriting approval.

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 21

  Passport
 Driver’s license
 Professional Regulations Commission (PRC) ID
 National Bureau of Investigation (NBI) clearance
 Police clearance
 Postal ID
 Voter’s ID
 Photo-bearing barangay ID/Certification
 Government Service and Insurance System e-Card
 Social Security System (SSS) card
 Philhealth card
 Senior citizen card
 Overseas Workers Welfare Administration ID
 OFW ID
 Seaman’s book
 Alien Certificate of Registration/Immigrant Certificate of Recognition
 Government Office ID (e.g. AFP, Home Development Mutual Fund,
Department of Education IDs) and IDs issued by the government
instrumentalities
 Photo-Bearing ID/Certification from the National Council for the Welfare of
Disabled Persons
 Department of Social Welfare and Development photo-bearing
ID/Certification
 Firearms license
 ID issued by the Bureau of Internal Revenue
 Photo-bearing credit card
 Photo-bearing health card issued by health
maintenance organizations

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 22

 Submission of As an agent, you must ensure that all new business, after-sales, and claims
complete document requirements are complete, accurate, and duly signed upon
requirements submission to the branches or Head Office. The requirements below are
mandatory upon submission without any exemptions.

AMLA AMLA-related requirements (Anti-Money Laundering Act)

Requirements
a) Valid IDs
• Clear copies of one (1) valid ID each of the applicant-owner
and Insured (if proposed Insured is not the applicant-owner)
must be submitted together with the transaction forms (Refer
to Appendix A for the list of valid IDs).

The agent should sign on the copies and certify the accurate
reproductions of the original IDs by indicating “Original Seen; Copy
Certified” on the copies.

b) Tax Identification Number (TIN) or Social Security System (SSS)

Number or Government Services Insurance System (GSIS)
Number
• TIN or SSS or GSIS numbers should be provided in the
application form.

Note that guidelines for TIN, SSS and GSIS are updated or revised as
needed.

BIR application for TIN can now be done online. Simply access:
www.BIR.gov.ph and go to e-reg (for online application of TIN). Fill-out
the online application and the TIN number can be provided immediately.

c) Know Your Customer (KYC) forms

• KYC forms should be completely filled-out.

Ownership Requirements

For Corporations:
 Board Resolution
 SEC Registration
Third Party Payor  General Information Sheet (GIS)
For Individuals:
 KYC Form
 Valid ID

Sole Proprietorship or partnership  DTI Registration

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 23

 Quotation Applications with incomplete, inaccurate, or unsigned QPs will not be accepted
Proposals
(QP)/Sales
Illustration A complete and accurate QP should:

a) Contain details of the applicant-owner and proposed Insured that

match the details indicated in the application form for insurance (i.e.
include the name, gender and age);
b) Have the signature of the applicant-owner and the proposed Insured
on ALL the pages of the QP;
c) Have the same serial number in all pages
d) Latest version of EQuotes

Alterations and All alterations and corrections in the forms and QPs must be counter-signed by
corrections the applicant-owner.

As an agent, you cannot alter or counter-sign any information contained in the

forms and QPs in behalf of your clients.

Policy delivery The approval to submit additional requirements after policy issuance is based on
requirements the discretion of the Chief Underwriter and does not include the requirements
cited from sections Submission of complete requirements to Alterations and
Corrections must be countersigned.

Requests coming from you that have any pending cases with ‘policy delivery
requirements’ will not be permitted.

Utilization of the Submission of documents, transaction inquiries and requests should be coursed
decentralized through the proper channels.
offices for
frontline We have nationwide branch offices, and a call center to handle these
transactions. Decentralized offices are open and on extended time during month-
services
end cut offs to provide the same level of service to you and the clients.

Visit of agents to Head Office/Life Operations area, specifically New Business

and Underwriting Department, is strictly discouraged.

This is to enable us to have ample time for to concentrate on the task at hand
and to protect the privacy and confidentiality of documents. However, on your
behalf, your BMs, AMs, DMs may conduct follow-ups.

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 24

 Pru Life UK Customer Action Team
1 800 10 PRULINK
(632) 887 LIFE
contact.us@prulifeuk.com.ph

Pru Life UK Head Office

(632) 683 9000
Uptown Place Tower 1, 1 East 11th Drive, Uptown Bonifacio,
1634 Taguig City, Philippines

AGENT’S SERVICING HANDBOOK – New Business and Underwriting 25